Customer Service Specialist - Delinquent Collections

City of Richmond•Richmond, VA

2d•Onsite

About The Position

The Department of Finance is seeking a qualified candidate for Customer Service Specialist. This position provides front-line customer service and assistance within the City’s Delinquent Collections Unit. The incumbent delivers advanced-level customer service by handling both basic and escalated inquiries across phone, email, and in-person channels; researching account information; and resolving customer complaints and payment plan queries. As assigned, the role serves as a lead worker, provides backup support to Customer Service Supervisors, assists with training other employees, and acts as a floater to cover all locations during peak times or staffing needs. Responsibilities include delinquent reporting and other data entry into assigned systems, researching and correcting errors, and performing basic clerical duties while ensuring proper document management. This position is considered Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Requirements

High School Diploma or GED
Three years of customer service and payment processing and delinquent collections experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Best practices related to customer service policies and procedures
Delinquent Collections
Municipal governments
CIS billing system
Federal, State, and Local Collection Laws
Proficiency at Microsoft Office Suite
Data entry
Diplomacy
Problem-solving
Account management
Oral and written communication
Interpersonal communication
Basic mathematics
Customer service
Researching
Interacting with potentially irate or irrational customers
Multi-task
Listen attentively
Analyze information
Work with diverse populations
Work in a fast paced environment
Analyze data to resolve customer issues or concerns

Nice To Haves

A two year degree from an accredited institution
At least two (2) years of Customer service experience
At least four (4) years working experience in a Federal, State or local municipality
At least two (2) years of experience using a revenue based administration system
Intermediate Proficiency in MS Word and Excel
Bilingual is a plus

Responsibilities

Serve as a lead worker and provide backup support to Customer Service Supervisors.
Assist with training other employees on policies, procedures, systems, and customer service standards.
Act as a floater to cover all locations during peak times or to supplement staffing; support workflow allocation and service coverage.
Provide advanced-level customer service for City services via phone, email, and in-person channels.
Handle basic and escalated inquiries, resolve customer complaints and delinquent collections queries.
Research and review account information; de-escalate issues and drive timely resolution.
Assist customers with account changes, service requests, and general information.
Receive and process payment plans and delinquent collection reports.
When applicable, reconcile funds received and resolve discrepancies.
Perform account research and address account-related customer queries.
Follow established delinquent collection and revenue control procedures.
Research and correct account errors; document findings and corrections.
Accurately enter, update, and maintain customer and account data in assigned systems.
Prepare and maintain logs and routine reports related to transactions, adjustments, reconciliations, and file transmissions.
Verify data integrity; troubleshoot and correct account-related errors.
Apply established policies and procedures consistently across customer service and delinquent collections activities.
Safeguard confidential information and comply with relevant standards and internal controls.
Support quality and accuracy standards through careful documentation and follow-up.
Perform basic clerical functions including filing, correspondence, and mail sorting.